Customer Success Manager – MICROS/Simphony POS (BILINGUAL IN ENGLISH & SPANISH)

Customer Success Manager – MICROS/Simphony POS

Location: Miami, FL

No visa sponsorship is available for this position

MUST BE BILINGUAL IN ENGLISH & SPANISH

Oracle Food & Beverage Solutions focus on the Restaurant and Food Service market and deliver fast, efficient service with centralized POS (Point of Sales) software and hardware, we build inspired loyalty programs and offers, and keep costs under control with reporting and back-office solutions.

The team is looking for a Customer Success Manager who will work onsite at a high value, Food and Beverage SaaS account 3-5 days a week to drive success planning, business success and operational success.  The ideal candidate is a highly technical, Senior level problem solver with experience in the Food and Beverage/ Hospitality or SaaS industries; however training is available. 

Preferred Qualifications/ Skills: 

• 5+ years of experience working with Small-Medium or Enterprise scale customers 
• Proven track record of developing and nurturing lasting customer relationships 
• Excellent communication and presentation skills, with the ability to articulate complex concepts in a clear and actionable manner
• Experience problem-solving and presenting solutions to complex business challenges effectively
• Ability to collaborate effectively with cross-functional teams in a fast-paced environment
• Aptitude for technical software

An ideal Candidate also:

• Has Perseverance: Customer Success is an evolving target and a Customer Success Manager must be able to be persistent and agile with that fluidity
• Thrives on knowledge: Oracle Food & Beverage Solutions provide a multitude of innovations for our customers, a Customer Success Manager does not need to know every technical detail but should thrive on understanding how those solutions transform the customers’ business
• Is Self-Motivated: Inspired to perform well without outside help
• Has the Ability to Make an Impact: Is capable of transforming customer emotion into qualitative and quantitative feedback in order to drive change and resolution within Oracle

Career Level - IC4

The Customer Success Manager is responsible for delivering a high degree of customer satisfaction by partnering with internal Oracle teams to ensure the customers’ expectations are met. Through that partnership, you will be required to create success plans aligning customer goals with Food & Beverage Solutions, as well as create action improvement plans to improve overall Customer Satisfaction. 

In this role, you will be a Customer Success Manager for strategic, top-revenue Customer accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, repeat incident management and problem management, creating initiatives, presenting across lines of businesses, identifying and driving product improvement opportunities and employee mentoring.

 

Help Onboard New Customers- Advise Customers via introduction calls and welcome materials, including on boarding information and effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures. Educate customers on the value of the overall solution and encourage optimal utilization of their Food & Beverage Solution

Put the Customer at the Center as their Trusted Advisor- Work with multiple complex customers to develop long term partnerships. Act as a primary point of contact for the customer throughout the various stages of the customer lifecycle. Act as customers’ Oracle navigator to gain access to necessary Oracle Resources. Includes Cloud Operations Guidance and Technical Support. Recognize chronic or reoccurring trends in service interruptions and elevate them to Senior Management

Collaborate Cross Functionally and Enhance How Customer Success is Defined– Create and contribute to an environment that is geared for innovation, high productivity, high quality and customer service. Responsible for sharing information across the CSM team via defined methods. Gather Customer feedback to help initiate internal change where needed.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $41.01 to $85.67 per hour; from $85,300 to $178,200 per annum. May be eligible for equity.

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